Verizon — Local services in Saint Robert

My SO and I have been Verizon customers for over 10 years. We both have moved around quite a bit and Have been to many stores over the years. We had the worst experience We have ever had at this location. This store is located in St. Robert which is a small military town, we assumed we would have excellent customer service which is why we decided to stay local verses driving an hour to Springfield or 2 hours to St. Louis. That ended up being a huge regret.

I went to purchase a new iPhone 12. I wanted to buy it outright, I was then informed that couldn’t be done, which was fine. I then wanted to pay everything but a few dollars and then pay the few dollars after the 30 days. The associate didn’t want us to do that either.

I have never been in any store where the associate talked down on me and made feel like less of a human or that I was not worthy of the few minutes it would take to just explain the process. We should have left then but went ahead with our purchases. The associate made it seem like the new iPhones did not come with chargers so she sold us a charging pad. She then explained that we would need a wall adapter for the pad. So we also purchased that. Once leaving the store I noticed my old iPhone was still working on cellular, confused I went back in the store and attempted to get help. The associate then rudely told me it was on 3g and is not working. Once I got home I completely reset my old phone, disconnected it from WiFi and it is still in fact working. Calls,texts, etc. after setting that to the side I went to open the boxes and put things away. That’s when I noticed that the iPhone does come with a charger and that the charging pad also came with a wall adapter. Once I looked at the receipt I was mad to find out we spent over $100 on items we did not want/need. I also noticed a redux membership charge. I had absolutely no idea what that even was.

We went back to the store to return the unwanted items and the associate, was angry with us and exclaimed that “she explained all this to us” which she did not. She also tried telling us how the Redux charge could not be removed. We proceeded to ask for a manger and she told us that we couldn’t talk to them they would have to call us. She then was magically able to remove the redux membership charge.

Overall I feel like this location takes advantage of military members and younger people who don’t ask questions. Spending money was not an issue with us. The problem was that the employee was dishonest, rude, and careless. It would have taken 15-20 minutes to explain the buying process and maybe 5 to explain the charges on the receipt. But obviously we were not...

New to the area and needed a phone. Called this St. Roberts store to check Black Friday offers. Spoke to a rep and headed over. I arrived and available rep said ".... left for the day". "Oh, he told me he was here until 7p", I replied. "I think he's at lunch", he remarked. Ok, I'm thinking. It's sales. So I work with the available rep. We discuss things for a while and I settle on their door booster special. We're military, so I tell the guy I need to get my wife because she's the military member. I assure him that if return or call if I couldn't and got a card. I return after an hour with my family. The rep is assisting someone else. So, we waited. About 30 minutes go by and the guy he's assisting is working hard to get a better deal. Can't fault him for that. Unfortunately, no other reps are available. So, we continue to wait and wait. My infant is a little restless at this point. An hour in, the guy decides to get my attention to just tell me that the phone we settled on was no longer available. "What do you mean", I ask. He says that the offer was only until supplies last, which was never indicated before. I'm bothered, since I brought my family out in nasty weather to keep my word to this guy, who should have held a phone for me while we closed out the transaction. I wasn't decent enough to do that though. Since no management appeared to be present, I simply packed up my family and left. I thought about calling in a complain but not sure it'll matter these days. So, this is the next best thing a suppose. This staff showed no regard for me or my family is a potential customer. Use caution if you must go, but your probably better off driving to another store or...

Walked in with a broken phone. Despite how busy the store was, I was immediately welcomed and triaged based on what I was there for. The associate listened to me spill my life story with a level of patience and attention I didn't know existed in customer service anymore. With the facts in hand and my account already pulled up, she gave me options...options that I then asked to be explained in excruciating detail. I actually annoyed myself with how much I was having her break it down to me. She molded the game plan to fit all the "requirements" I'd come up with, took the time to explain some add-ons that I wish I would've understood before (and would've gotten sooner), then ensured all of my accounts were fired up and info transferred.

Keep doing what you're doing, Felicia. Quality service for current customers is rare and very much...